Xfinity Assessment

Name of the Contact Center Associate: Vella Uday Kumar

Date: 25th March 2022

Emp ID:50496 Score:

Section A - (Answer any four questions)

1. State any two important parameters which may lead to Zero Tolerance if not followed in a chat.

2. State the difference between a DVR and Service TV box?

3. Name any of the two Home Security Plans.

Home Base system and Ultimate Home System

4. Name any two discounts that we offer.

5. What is the difference between Self Installation plus and Professional installation?

If you choose to have professional installation, a technician will come to your house and set
everything up for you and self-install primarily depends on how confident you feel troubleshooting
problems on your own.
However One comforting thing is if you choose to self-install but run into an issue, you can always
contact Xfinity customer support online or by calling 1-800-XFINITY.
6. What are the different installation options available?

Professional install and Self Install

7. What is the full form of EBB and ACP.

Emergency Broadband Benefit And Affordable connectivity Programme

Section B - (Any eight questions)

Using human touch response how would you handle the following scenarios?

a. Are you a bot?

No, I’m a live person chatting with you to resolve your queries.

b. What is the download and upload speed of GIGABIT PRO?

The download speed and the upload speed for GIGABIT PRO will be same I.e.,3000 MBPS
 c. I want an earlier installation date than what is available on the website.

I understand that you'd like to have your service sooner. At this time, the only available dates for
installation are those you see on the Installation page.
d. Can you email me this chat?
I won't be able to directly send you an email of this transcript however, you can simply click on the "envelope"
button on this chat box to email the transcript of our
conversation today. If you do not receive the email, please check your spam or junk email folder

e. Can you place the order on my behalf?

- Your personal information is considered sensitive and private and to accomplish the order, customers need to
fill them in online. I will be here to guide you through the order process and answer any questions you may
have.

f. Do you offer Wireless TV box? How do I order it?

 Yes, we offer Wireless TV boxes however these are only available to new X1 customers via professional
install, at the technician's discretion (they cannot be requested by the customer) in limited areas.

g. What does your professional installation include? (TV plan)

h. What is Broadcast TV fee?

 The Broadcast TV Fee is an itemized charge based on our costs of providing the local broadcast stations
that we carry on our cable systems in each area. These costs include fees that broadcast stations charge
us to carry them on our cable systems, fees that are among the fastest growing components of our
programming costs.

i. What is the $50 charge that I’m seeing on the Payment page? (Hint: Due today)

j. Suggest a TV plan for customer who wants channels like GSN, History, Impact Network, Lifetime,
LOGO, MovieMax and Oxygen.

Address is 10647 MICHELLE DR, zip code: 32225

-Based on the information provided I highly recommend you the Ultimate TV Plan.
$80.00/mo with No Term Contract
Includes $10/mo automatic payments and paperless billing discount with a stored bank account ($5/mo discount
applies with a stored credit card)
 Section C - Existing Customer scenario (Any eight questions)
a. Customer wants to add another account in a different location.
 I am happy to know that you are looking to add another account in a different address. To add new
account to another address on the same account holder, as of the moment, we are not yet allowed to
process this kind of order online. Our Phone Sales team is equipped with the necessary tools to
accommodate your request. All you need to do is to give them a call at (1-800-934-6489)


b. Customer is going on for a vacation and wants to halt the service for a month.

 Seasonal offers are available only for certain areas. To enroll, let me refer you to our Customer
Care team at 1-800-XFINITY who can give you more information on our seasonal packages. A
specialist will assist you in verifying your eligibility for the offers and discuss the available plans and
pricing with you. Or Service Suspension options vary from area to area and are limited to certain times
of the year. Please call 1-800-XFINITY to get more information for your specific area.

c. Customer is enquiring about Early termination Fee for a package with 1 year agreement.
 The Early Termination Fees for our 1 year contractual plans start at $110, at a declining rate.
 Depending on when you discontinue the service during your 1 year contract, the termination fee will
vary. It would be $110 until after the second month, at which point it decreases by $10 monthly.

d. How long does it take to upgrade my package?

 If you're simply upgrading your service tier, you'll have access within 24 hours. If installation or new
equipment is needed, then you'll have access once that is delivered.

e. I’m an existing customer of Xfinity. How do I view my current plan online?

 Let me send you a link where you may view the name of your current plan.
 Please Click Here https://customer.xfinity.com/#/billing to go to the page where you can see the name of
your current plan. On that page, please click on ‘View Bill Details’ to view a PDF version of your bill.
You will see the name of your plan on the second page.

f. Existing customer wants to add Xfinity Mobile service.

we have a dedicated Specialists who can help you in ordering our Xfinity Mobile services

g. Customer wants to know why the upload speed is less as compared to download speed.

h. A customer is trying to upgrade his TV plan. While in the order process customer is being
prompted to add additional TV box.
- Unfortunately, the system automatically adds one TV box when repackaging your services. You can call our
customer service after placing your order to request that it not be sent out. - Our Customer Service can be
reached by calling...... Or - It is because of the way the screens are set up. Please continue the order by selecting
the TV box. Once the order is placed, all you need do is either call our Customer service and cancel the box or
just send it back to us. It comes with a return slip and will be taken off the bill. However, to get through the
order process, you need to mark one box. - Our Customer Service can be reached by calling (1-800-934-6489)

i. Existing customer wants the installation charges to be removed.

 Thank you for being our customer! I recommend calling our Customer Service Team. They've got all your account
information and they also have the expertise to better assist you. That number is 1-800-XFINITY (1-800-934-6489).

 They are available Monday – Saturday 7:00 AM – 9:00 PM (CT) and Sunday 9:00 AM – 7:00 PM (CT).

j. Existing customer wants to know why a particular channel has been removed from the plan.

Section D – Chat review

Review the chat below and find out any three good points and two areas of opportunities

Good points:-

-Agent has educated the customer about the Xfi wireless Gateway modem
-Agent has given the Huan touch without any delay.
-Agent has also informed about the Flex which customer is getting with the plan
Opportunities:-

-Agent might have suggested other plan as connect plan allow a good speed only up to 4 devices and customer has told
more than 4 devices.
-

Chat review
Time Speaker Engagement Lines
Opener: Hi, I’m an Xfinity Advisor and I am here to help! What can
02/03 22:53:32 Opener
I do for you today?
02/03 22:53:44 Customer Internet service
02/03 22:53:46 Agent Agent enters chat (as Megan)
02/03 22:53:52 Customer Tony Gunn
02/03 22:53:54 Agent Thank you for your interest in Xfinity!
02/03 22:54:01 Agent-Freehand Hi Tony, Nice to have you on this chat. I hope you're doing good!
I would be happy to assist you in finding our best Internet offer
02/03 22:54:09 Agent-Freehand
available at your location.
02/03 22:54:17 Customer Address given
02/03 22:54:23 Agent Thank you for providing your complete address.
 Do you mind if I ask a few questions to make sure we get the ideal
02/03 22:54:28 Agent
service that best suits your needs?
02/03 22:55:13 Customer Go ahead
02/03 22:55:17 Agent-Freehand Thank you.
Just to confirm, have you had Xfinity service in your name within
02/03 22:55:26 Agent-Freehand
the last 60 days?
02/03 22:55:34 Customer No
02/03 22:55:42 Agent-Freehand I appreciate you considering Xfinity!
was with ATT fiber but apparently not available here at our new
02/03 22:56:05 Customer
address
How many devices do you connect to internet/WiFi at a time on a
02/03 22:56:05 Agent-Freehand
regular basis?
02/03 22:56:12 Customer hard to say
02/03 22:56:22 Agent I completely understand.
we’ll have a few phones, computer, maybe a tablet, some smart
02/03 22:56:50 Customer
devices,
02/03 22:57:05 Agent-Freehand Perfect!
Please note that in order to access our internet services, you will
need a compatible modem. We do offer the xFi Wireless Gateway
02/03 22:57:14 Agent-Freehand which packs a router and a cable modem into one device. It allows
multiple devices in the house to access the Internet at the same
time with reliably fast speeds!
Our xFi Wireless Gateway modem is available for lease for just
02/03 22:57:18 Agent-Freehand
$14/month.
One of my favorite part is that with Xfinity you have access to 16
02/03 22:57:23 Agent-Freehand million (and counting!) Xfinity Wi-Fi hot spots Nationwide using
your Xfinity Customer ID and Password!
How do you spend your time on the internet and what you do
02/03 22:57:27 Agent-Freehand
online (streaming, downloading, etc)?
02/03 22:58:26 Customer we’ll also have 2-3 TVs connected too for streaming
02/03 22:59:04 Customer we’ll use YouTubeTV, Netflix, others as well
02/03 22:59:14 Agent-Freehand Thank you for the information.
02/03 22:59:44 Customer Your plans are limited to 1.2 TB?
02/03 23:00:38 Agent-Freehand Yes, you're right.
Please note that all our Internet plans comes with 1.2 Terabyte
02/03 23:00:48 Agent-Freehand
(1200 GB) of data per month.
As an example of 1.2 TB per month, per year usage, a customer
could do all this:</p><p>&gt;Stream about 700 hours of HD
02/03 23:01:01 Agent-Freehand
video.</p><p>&gt;Play 12,000 hours of online
games.</p><p>&gt;Download 60,000 high-resolution pictures
This example is already far more than millions of customers ever
02/03 23:01:02 Agent-Freehand
use in a month without exceeding their threshold.
02/03 23:01:41 Customer okay, I wouldn’t have any idea how much we use
02/03 23:02:05 Agent-Freehand I understand.
You can also add or remove our Unlimited Data later at anytime
02/03 23:02:14 Agent-Freehand
without any penalty.
 By the way, I know you're considering Internet only. However, our
02/03 23:02:24 Agent Double Play (TV, Internet) packages will give you better value for
your money.
02/03 23:02:29 Agent-Freehand Would you be interested in it?
02/03 23:04:36 Customer Not if it comes with a 12 or 24 month commitment
I understand. I respect your decision. Let me find our best Internet
02/03 23:04:54 Agent-Freehand
only offer for you now.
02/03 23:05:46 Customer I like the streaming services because they are month to month
02/03 23:05:56 Agent-Freehand That's a great choice!
Based on what you've told me, the Connect is indeed perfect for
your needs because it comes with 50 Mbps internet speed which is
02/03 23:07:27 Agent
good for streaming YouTube, Netflix, web browsing, emails &amp;
more on up to 4 devices at the same time!
You can get our Connect Internet for $50.00/mo with No Term
02/03 23:07:46 Agent-Freehand
Agreement.
02/03 23:07:54 Agent-Freehand Let me estimate the total monthly pricing for you now.
Your total monthly pricing would be $64.99/mo. Here's the
02/03 23:08:42 Agent-Freehand breakup. Connect Internet is $50.00/mo + xFi Wireless gateway is
$14.00/mo + Approximate taxes $0.99/mo.
Since our $50/mo plan comes with No Term Agreement, you can
02/03 23:09:23 Agent-Freehand cancel the service later at anytime without any penalty or Early
Termination fee.
I am happy to inform you that we offer Flex 4K streaming device +
02/03 23:09:49 Agent-Freehand Voice Remote with Peacock Premium for no additional cost with
this Internet only plan.
The Flex is just a streaming device, if you have Amazon prime
02/03 23:09:50 Agent-Freehand
account or Netflix account you can stream them with the Flex.
02/03 23:09:53 Agent-Freehand How does that plan sound?